That's particularly disappointing to hear Ramin. I've been an strong advocate for rich text in Chat pre the solution being under the Zendesk umbrella of offerings and it doesn't appear to be any further forward from 3 years ago to today.

Working for a software company with a roadmap, I understand myself first hand that things now prioritized likely have more commercial value but Chat (communication/shortcuts) is severely disadvantaged over competitors by the lack of rich text.

The only two things we require to help us are rich text in chat and Zendesk Explore to come, neither look to be coming anytime soon. Disheartening to say the least.

Agree completely. In particular we would like to include links in triggers and shortcuts, and long URL's break the formatting on the widget. It would be nice to just include "click here for more info" etc.

Hi, what's the latest on this. Any idea if it's something that'll be coming anytime soon. I agree with all previous posts in this thread and have very similar use cases like everyone else so it'd be a greatly received feature. Thanks

I'm not sure why we can add hyperlinks to text in every other part of Zendesk but not Chat. Especially as chat is a much smaller screen compared to Guide and Support, which means the full URL takes up a lot of space and looks dreadful. Poor functionality on Zendesk part.

I have similar use cases to all those mentioned here. I really don't get why this is such a problem to implement. This should be out of the box functionality. Many chat competitors offer this out of the box. I'm looking to switch providers because of this.